senior specialist, business process ManagementWestern Union

Senior Specialist, Business Process Management - Manila, Phillipines
Do you believe that optimizing business processes can sustain the delivery of better customer service? How about offering up your skills in a global business that is committed to moving money for better? Join Western Union as a Senior Specialist, Business Process Management.
Motivated by our values: purpose driven, globally minded, and trustworthy & respectful
We're a FinTech that's using insight from customers and colleagues worldwide to improve financial services for families, small businesses, multinational corporations, and non-profit organizations. We're a team of over 8,000 people spanning 200 countries and territories. We believe when money moves, better things happen.
Better requires process, discipline, and simplification
You will develop and deliver process management documentation for internal and external operations staff. Your responsibilities will include (but will not be limited) to Overseeing CSR-T1 documentation including article updates and maintenance, process standardization and feedback loop. Providing guidance to back-office areas in article and process development tasks. Gathering new requirements, features and/or changes from product/process managers and translating them into user business requirements, procedure guidelines while executing within the required timelines (This applies to projects assigned by the manager based on complexity, knowledge, career path and stakeholders' participation). You will be responsible for developing, optimizing, and implementing changes for both new and existing processes for Tier1, identifying OKR's opportunities and eliminating exceptions to improve customer experience.
You will have end-to-end ownership of the assigned Jira process board (based on DRI Care Process Matrix) and will be responsible for optimizing the roadmap, managing backlog, driving data analysis, process mapping, investigating and testing for Care processes.
For this role you will have a bachelor ́s degree, with at least 5 years of progressive experience relevant to this field and 3 relevant years of experience in systems and product process preferably in the financial or banking industry (for internal candidates; knowledge on Care products and services are strongly desired). We are also looking for strong quantitative, analytical, and problem-solving skills and somebody who can plan, design, and drive strategic initiatives across a large span of operations. Experience in process mapping, documentation/writing and presentation skills are also needed. B2+/C1 English level required.
Join us, and let's connect the world
Western Union is transforming its business and shaping the financial services sector by driving quality, convenience, and customer service to new levels of excellence. It's an exciting time for our organization, as the largest cross-border money transfer operator, trusted by millions of consumers around the world. If you're ready to unleash your potential to help drive change through bottom-up innovation, apply now.
We're a company on the move, and we want our people to grow and develop. You'll have plenty of opportunities to learn new skills and build a career, as well as a great salary and benefits package.
We are passionate about our diversity. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams, while reflecting the communities we serve. We do not discriminate on the basis of race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran (U.S.) status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, in accordance with applicable laws.
Western Union

Manila City, Metro Manila
Permanent
Full-time